Hi rsi8

For displaying images in notification emails security tokens were implemented, images are not embedded directly in the emails.

You can see more details about troubleshooting here: https://confluence.atlassian.com/jirakb/image-attachments-are-not-displayed-in-emails-1021245523.html

wait...

Atlassian says: 

"To allow displaying image attachments without the need to authorize, we initially created a feature suggestion JRASERVER-69065 to embed images directly in the emails. But,  because the current issue has history, votes and watchers, we will track work here and close the suggestion as duplicate. Please note that the solution creates a potential security vulnerability, e.g. if an attacker starts attaching multiple big files to comments."

Status "closed", solution "fixed"

Lookin in my mails:

Did I miss sth?

Great... found this via google, images not showing, sheers atlassian!

> NOTE: This bug report is for Jira Server. Using Jira Cloud? This has been resolved in Jira Cloud: See the corresponding bug report.
IMHO issue is neither fixed properly in Jira Cloud.

lol...definitely not fixed on Jira cloud. I'm still getting broken images in emails when they are in the comments.

I fully agree with you, @Jeffrey....

For those people arriving at this ticket through google, just be aware of what it says at the top of the ticket: 

NOTE: This bug report is for Jira Server. Using Jira Cloud? This has been resolved in Jira Cloud: See the corresponding bug report.
IMHO issue is neither fixed properly in Jira Cloud.

Any update on this? As others mentioned we are now 5 years in on this bug and the last update from Atlassian was over a year ago with a estimated 6-9 months. I get that this is estimated but we didn't even get an update within that time frame to say this was delayed due to other bugs, etc.

Can we get some kind of update so we know this is still on the radar?

I understand this is not 100% on Atlassian/Jira since the Outlook desktop client is to blame for issues displaying images from authenticated URLs but other applications/platforms have managed to work around this. I also get that there is security/privacy considerations but there are still options here such as...

1. Embedding the image in the email so it can be referenced locally instead of via external authenticated URL
   1. This is how the rest of the images (project logos, user photos, etc.) are displayed today. Why not the others? At least give the option.. it can be defaulted to 'off'.
   2. To address concerns of large embedded images, you could provide a configurable embedded size limit and replace with a link/message like #3 below if it exceeds it. Additionally there could be throttling logic to prevent or slow repeated attempts by a user so as not to overload the platform.
2. Generate long random ID URLs to the images and allow access to them without authentication.
   1. This can be an issue but for some Orgs they would be ok with it. Especially if you are hosting your own server which is not accessible to the internet.
3. Replace the image with a message and link such as: 'Due to security we cannot display the image in this email. Please click here to view it in Jira."
   1. While not providing the image itself it at least provides a better user experience and lets the recipient know there is additional information to view.
4. And as a last resort or short term workaround you could even just remove all non-public inline images as was suggested above as well.
   1. Even nothing is a better experience then errors in the email which reflect poorly to the customer/users and waste the time of Jira admins who have to repeatedly address it as a 'known issue'

Any/All of these, and more I am probably not thinking of, are valid options and could be provided via flags to enable/disable. In addition whitelisting could be an additional component to all of these so you can restrict these options only to specific email domains.

And the SAGA continues!!! can you please fix this already. Its been 5 years with many requests. We pay a lot for maintenance, for no maintenance on a highly requested bug fix.
We have been patient but this bug impacts the way we work. Our workaround is not ideal and we have lost a function that saved us time. we have started to look at the Salesforce solution now. 

I can't believe we need to wait more than 5 years for this bugfix.

My team uses the JEditor app in Jira Software 8.8.1 when we want more advanced HTML formatting. It has the option to revert to the native Jira rich text editor using wiki markup. FYI, this email issue only happens when using the native rich text editor. When we embed images in JEditor, they're displayed in emails fine.

I would like to get my team to use the native editor more now, but the emails aren't very meaningful as we heavily use embedded screenshots to report bugs, write requirements and add testing notes.

It's shameful that basic functionality issues like this are still open bugs over 5 years later. 

Surprised to keep seeing this issue.

Hello

Please give us a feedback how about this issue?

It is basic functionality for all popular ServiceDesk services, but not for JIRA.

i'm still really confused why this is such a hard issue to fix? github seems to do this without needing any sort of authorization from me to have them embed images in their emails. I can't attach a screenshot to prove this, otherwise i would.

It's a real pity there is still no fix for this, it also applies to Confluence by the way. Apparently, this issue is too complex or time consuming to fix, so I have a different proposal. Why not add an option to the Mail Server settings to simply strip all images / attachments from email notifications? End users will surely prefer to see no images at all, than to see broken images in their notifications. I have created a separate feature request for this, please upvote it if you like this new idea: https://jira.atlassian.com/browse/CONFSERVER-59431

Hi,

This is a bug that causes a lot of confusion among our end-users.

People figure: I have permission to see the comment, why wouldn't I get the pictures too?

It's a basic feature of the product that should be fixed.

Thanks,
Ian

Emails sent out without showing an embedded image shows any user that there's a bug/flaw in the product, and will make future power users probably reluctant to use the product... 4 years already, c'mon!

Hi,

I am also facing this issue. This has been open for 4 years. Please fix this. 

I'm also facing same issue with on v8.2.0#802000-sha1:ac78d46

Atlassian we would appreciate if this issue could be bumped up in priority. It has been outstanding for some time now and there any multiple tickets open reporting similar problem. 

It's a shame that a bug like this is still open after 4 years and marked as minor. This product is fundamentally broken a different levels. Unfortunately I'm forced to use it...

This appears to still be an issue and no response from Jira. Any ideas on when this will be addressed??

According to Atlassian Server Bug Fix Policy the severity of this bug should be set to major:

"A feature is unavailable"

This feature is used very frequently. Please correct the severity and inform us when you are planning to fix it.

Also affecting Jira 7.11.2

Looking for an update on this as well. Affecting Jira 7.8.0

Odd that images in a customer notification work, just images in an agent notification dont.

Agree. it would be great to get some comments from Jira dev team. At least to understand if they are thinking to include this item on some of their roadmaps.

It doesn't make sense to have an item open 3 years and something. 

There is no update. This ticket is unassigned and it was created 3.25 years ago.

Perhaps Atlassian doesn't know how to fix this? I don't understand what else the holdup could be on this issue, as it represents a glaring hole in the base set of functionality.

is there any update about this?

Thanks @JiraYO - Thanks for taking the time to post a reply. You are right, I can see my attachment (image) showing on the subscription when I open it on webmail. But I don't see it when I am using the outlook application. Is there a way to resolve this , perhaps a configuration ? I really will be most grateful if this could work on the outlook application. Thanks! Gursharan 

i guess it all has to do with single sign on, as i can view the image in a web browser and through outlook web application, just not in outlook client. Perhaps outlook client browser is just isnt sso aware? never really looked into that before....

Please can someone suggest if there is a temporary workaround to this issue until it is fixed? I have an important subscription that is meant to show charts embedded within description of an Jira issue and unfortunately all I get is Xs.  Please help.

Please proceed quickly on this issue.

Unfortunately it's not unusual for Atlassian to ignore long-standing bugs with many votes.

We moved to Service Cloud (SalesForce) and it handles attachments and screenshots with no issues at all. Sorry guys but you just took too long!

It is disgusting that you have a service desk tool that has a problem attaching screenshots for susch a long time. Very shabby and lazy, why anyone would even want to use your system with such a bug is beyond me.

3 years.

Just saying.

Please start repairing this bug.

We want to send Screenshots to our customers using the comment function but they are just cut away in the notification email. 

Any movement on this?
We are having the same issue with some customers being able to view attached screenshots and other not with no noticeable difference between in the systems used by both parties.  All of the computers in out company are standardized so what works for one should work for all, but it does not and its very disheartening for those teams trying to use Service Desk.
Its very hard to garner adoption for Service Desk when the agents cant use screenshots in there communications to a customer via comments consistently.

....

@Oswaldo Hernandez et al, please move on this.  We are also affected by this bug.  Email notifications are used every day within our organisation and the fact that this basic functionality remains overlooked is very unprofessional.

There is a feature request for embedding non-image attachments in the mail-notifications aswell for service Desk.
Please vote on JSD-3575

Has any progress been made with this?

Sending images or other attachments is something we do every single day when dealing with our Service Desk issues and we we were stunned to discover the Service Desk lacks this incredibly basic and fundamental piece of functionality.

Having to send a separate email with the images and attachments is not only confusing for our clients but it also completely breaks the whole workflow of the Service Desk. Our customers almost exclusively submit and interact with Service Desk issues via email, they do not use the web application and we cannot expect them to do so.

When we have to send an we have to send a normal email so obviously the client will respond there, then we have to copy the contents of the email and paste back into the SD issue in order to maintain a proper history of communications.

It's just a very poor solution at the moment.

Our business is heavily focused on support and interaction with the customer and they often get frustrated by the confusing nature of the support system which reflects poorly on our business.

Come on guys.

Please give us an update, raise the priority and fix this problem.

Since 14 March 2016 this is waiting for Development:

14 March
Oswaldo Hernazdez changed the status to Awaiting Development on JRA-41675

After onboarding my customers to JIRA SD to consolidate communications. I'm dismayed to have all my customers now complaining about broken email attachments in notifications requiring separate emails being sent which is contrary to the entire purpose. Seems like a product flaw hope its fixed soon but this is a 2 year old ticket.

Hey Peter,

Thanks for providing bigger context on the issue. In case if Confluence is used in your organisation (other any other visual collaboration software), would you consider using pages for the updates on the decisions? JIRA designed for issue tracking more and is not on par with feature that Confluence offers in terms of visual collaboration / visual notifications.

I'm not saying we are not going to address the issue in JIRA - I anticipate it would take us some time to properly address the issue in JIRA. Just wanted to suggest a meaningful workaround while we are working on this.

Hope this helps avoid situations like you've just had in the future.

Cheers,
Ignat
JIRA Bugmaster.

@Ignat - if you need a use case for the purposes of prioritization (or other context): I use the @callout feature to ensure business-side stakeholders for a given project get an email as a project transitions through my workflow. I know myself and other IT-side JIRA users will actually attend to the ticket in a browser, but I can't expect that operations or sales side stakeholders will match this behavior. I would like a way to ensure that any markdown formatted updates I make on the ticket are reliably translated to a stakeholder/watcher who may only attend their request by email. Just today I had a problem where a B-level exec misinterpreted a set of release notes because he "quick-read" an email alert where a screencap (that is reflected properly in the comment assigned to the workflow) was masked/truncated visually in his inbox. In the current state - this makes image/thumbnail inclusion by JIRA-flavored markdown less valuable to me. 

Is there a workaround to this issue? Do all attachments get shared as links?

@Ignat-

It's very clear that Atlassian does not consider email to be an important communication channel in Jira/Service Desk. I am also constantly forced to apologize for poor quality in Jira, and have started the search for a replacement.

These are all of the tickets I'm currently tracking that are email related:

https://jira.atlassian.com/browse/JSD-3930

https://jira.atlassian.com/browse/JSD-3575

https://jira.atlassian.com/browse/JRA-33393

https://jira.atlassian.com/browse/JRA-6207

https://jira.atlassian.com/browse/JSD-1620

https://jira.atlassian.com/browse/JSD-2263

Hi Paul,

Fortunately there is a solid team of bugfixers in JIRA who's working on addressing issues similar to this one, issues which are impacting many users - as we do care about the users.

So I just wanted to say this issue fits pretty well in our medium-term plans on making JIRA better. I can not promise that we will deliver fix for this in next few weeks as we're dealing with more urgent issues at the moment. Anyways, we'll pick that one since we're done dealing with the emergencies.

If you have other concerns regarding JIRA quality feel free to reach me via email: ialexeyenko@atlassian.com.

Cheers,
Ignat
JIRA Bugmaster

@Atlassian,

We're dropping support for Jira and most of our other Atlasssian products.

^This is a perfect example of why. When maintenance support is priced at 50% of the purchase price (honestly... maybe a little high for the industry?!) we'd expect a little more traction on bug fixes. Support tells us to submit a request here - and then community voted on issues issues are promptly ignored or classified as "minor". It seems that every upgrade introduces new lingering bugs that take 2-3 years to fix (if at all) while "New Features" are prioritized for development.

I understand software is complex and new bugs will get introduced, but how long should your customers reasonably be expected to wait for fixes? There are tickets here well over 10-years old with hundreds of votes.

What we'd really like to see more than any other new feature is a solid bug fix release. Overall the product is great, but every day I run into issues that are a result of bugs in the product. Honestly it gets really old to explain to our users that "yes it's broken" and "no it probably won't get fixed anytime soon". That's not the kind of product that IT folks want to support and apologize for year-after-year.

Thanks,
-Paul